Front Desk Agent

Front Desk AgentSTAYBRIDGE - STONE OAK - SAN ANTONIO, TX 78232OverviewLevel Entry Position Type Full Time Job Shift Any Education Level High School Travel Percentage None Category Customer ServiceDescriptionJob PurposeWelcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guestsCheck guests in, issue room keys, provide information on hotel services and room locationEnsure required identification is taken from guests at check-in in line with local legislative requirementsAnswer phones in a prompt and courteous mannerUp-sell rooms where possible to maximize hotel revenueAnswer, record and process all guest calls, messages, requests, questions or concernsRecord guest preferences in the systemCheck guests out, including resolving any late or disputed chargesAccurately process all cash and credit card transactions using established proceduresIssue, control and release guest safe-deposit boxes in line with hotel proceduresCommunicate any outstanding guest requests or issues to management that may require additional monitoring or follow-upTake action to solve guest problems/complaints using appropriate service recovery guidelinesFollow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on dutyMay routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on changesWork as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and servicePerform other duties as assigned including guest room tours, concierge services, special guest requests, etc.QualificationsQualifications and requirementsHigh School diploma /Secondary qualification or equivalent. One year front desk/guest service experience strongly preferred. Proficiency in Opera/Fidelio is preferred but not essential. Some college/university preferred. Must speak fluent local language. Additional language skills preferred but not required depending on location of hotel.This job requires ability to perform the following:Frequently standing up behind the desk and front office areasCarrying or lifting items weighing up to 50 pounds / 23 kilogramsHandling objects, products and computer equipmentBasic computer skills to operate various property management and reservations systems, etc.Being passionate about people and serviceStrong communication skills essential when interacting with guests and employeesReading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/information updates, etc.Basic math skills are used frequently when handling cash or credit.Problem solving, reasoning, motivating and training abilities are often usedHave the ability to work a flexible schedule including nights, weekends and/or holidaysThe statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.